Customer journey mapping

A customer journey map (CJM) a vital tool in modern content projects. It helps us to understand our users’ potential experiences and brand interactions across multiple touch-points and channels. Once this is mapped, a business can help improve its processes, refine content targeting, and enable contextual and personalised content.

This classroom-based workshop is delivered in conjunction with our training partner Urbina Consulting, It is designed for digital communications professionals and anyone interested in honing their adaptive content skills and improving the online customer experience.

What you’ll learn

We’ll look at how CJMs work to paint a detailed picture of the user’s experiences, content needs and feelings across the stages of their journey, bringing together content requirements with a matrix of potential channel details such as devices, staff interactions and physical environments. This unifies a large amount of customer understanding into a consumable deliverable, allowing teams to build personalisation and omnichannel-ready content models and editorial plans.

Join our session to get a template, methodology and business justification for customer journey mapping that you can use with your teams and even colleagues across silos. Start improving your content strategies the minute you get back to work.

About the trainer

Noz Urbina is a globally recognised content strategist and modeller. He’s well known as a pioneer in adaptive content modelling to support rich, personalised, and contextually relevant content across the user journey. In fact, if you search for ‘adaptive content’ you’ll probably see his definitions in Google’s Knowledge Graph.

How you’ll learn

Customer journey mapping is usually delivered as a classroom workshop lasting one to two days, depending on level of customisation. Sessions can take place at your office or as part of an internal event you have already organised – wherever works. Just get in touch to discuss.

Learning is interactive so laptops with MS Office or a compatible suite installed are recommended. This session will also include hands-on exercises.

Who is the workshop for?

This session can be applied a variety of digital marketing and commercial communications, technical communications and content marketing. It is suitable for:

communicators of all kinds but specifically marketing and technical communicators

managers keen to have a deeper understanding of the process and challenge of going multi or omnichannel.

The training will help bridge gaps in your customer experience and content processes, and is one of the few sessions on the market that ties together the various content-related disciplines to help you build a unified strategy.

Course outline

Market context and business pressures

Why do we need to move to customer journey maps and customer journey map management now?

Key concepts

Why journey mapping? Market context and business pressures

Journey maps vs customer and sales lifecycles

Journey maps vs use cases

Journey maps vs process diagrams

Mapping in a collaborative environment

Mapping from journeys to content using a domain map

Managing and updating journey maps

Exercises

Build a traditional journey map

Building an omnichannel journey map

Extracting content requirements from a journey map

Build maps that can support adaptive content

Learning objectives

You will walk away with:

an understanding of how journey mapping can improve content planning, modelling and targeting

a new methodology for evaluating content effectiveness

a framework with which to break down silos around content

an Excel template for mapping journeys and content requirements.

Testimonials

Previous session feedback:

“The levels of professionalism, expertise, skill + personal attention to detail were at a much higher level than any previous course I have attended!” – Head of Content Planning and Governance, Barclays Bank

“Noz is one of the best informed consultants in the industry, and his content personalization workshop offers practical, timely guidance that enables organizations of all sizes to have omni-channel impact with their content investments. Anyone who participates will come away with a much deeper understanding of the strategic opportunities for content reuse as well as practical, hands-on training to help them unlock this powerful tool in their enterprise.” – Content Strategist, Microsoft

“Noz is a terrific speaker and presented content modelling in an interesting manner. I definitely learned a lot and gathered many ideas on how to apply his methods in our projects.” – Gilbane participant (Insurance Industry)

How do I sign up?

Contact us today to arrange your Customer journey mapping workshop and to discuss costs and delivery options. Pricing for this workshop depends on the duration, date and location. Versions of the session range from 1-2 days.

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Why choose Firehead?

We are Europe's leading recruiters in digital communications. With us, you can to talk to someone who understands the online content environment because we have worked as professionals in this field ourselves. We get to know you personally and also offer a range of content and team-building services to suit all your communication needs. Find out more...